In a call center, you process a whole load of data. You’re dealing with data from your customers, but also data from your agents. An easy way to aggregate that data is with call center software or a call center CRM system. But did you know that this software can also be combined? In this blog, we’ll tell you everything you need to know when looking for a crm system for your call center.

What is a call center CRM?

A CRM for a call center is a system that helps manage customer relationships. It can help track customer interactions and store customer data and contact information.

This can help improve customer service by making it easier to access customer information and track previous interactions. In addition, a CRM can help improve team performance by tracking individual and team performance metrics.

What are the benefits of a call center CRM?

There are a number of reasons why call centers use a CRM.

Internal cooperation

A CRM system can improve agent collaboration by tracking individual and team performance metrics. Furthermore, a CRM can help organize customer data and contact information, making it easier to see previous interactions with customers and records.

By tracking customer interactions and resolving potential issues, you can improve the quality of your customer service.

All in one interface

A call center CRM collects all your information in one interface. And we’re not just talking about customer data, but also your various channels and information about the performance of your agents. A call center CRM makes it easy to communicate omnichannel with your customers – something they crave greatly today.

Work faster

With a CRM for call centers, agents can see everything they need to know about the customer as soon as they pick up the phone. For example, he sees all previous conversations through different channels, offers and more that you can use to provide an excellent customer experience.

And, of course, the agent can add new information to the file during the interview. Doing it all centrally and at the touch of a button reduces the time required and allows agents to work much faster.

Shorter waiting times

Whether you work for an inbound or outbound contact center, when you have instant access to all relevant customer information, the conversation gets going much faster. Needless to say, this ensures shorter wait times for your customers.

Advanced reporting

Reports are an important function of any CRM system, and call center CRMs are no exception. With advanced reporting features, you can track a host of metrics about customer service and team performance.

Real-time monitoring can help you identify areas where your team needs improvement, and can help you make data-driven decisions about how to grow your business. In addition, advanced reporting features can help you optimize your customer service and ensure that customers get the best possible experience.

Total control

Concerned about data privacy laws and regulations? With a call center crm, you don’t have to worry about anything. The call center software ensures that you keep control of your data at all times. You know exactly who has access to your data and you can collect all contact history. This gives you insight into the results of all your campaigns. Each hired call center only has access to its own data – you are the only one who has the total picture.

What functionalities does a call center CRM have?

Incoming and outgoing calls

Let’s start at the beginning, of course a call center CRM has functionality for outbound and inbound calls. Call center software allows agents to take calls and track customer information.

Smart Call Routing

Smart call routing is a feature in call center software that helps your agents connect with customers faster and more efficiently. By analyzing customer data, the software can automatically route calls to the most appropriate agent based on factors such as skills, availability and previous interactions. This can reduce customer wait times and improve overall customer service.

Workforce management

As a call center manager, you hold a lot of balls high. You’re busy with clients and with your agents, and sometimes it can be hard to keep up with everything. What if there was a way to manage all those things in one place?

Well, there is.

With call center software, you can easily track your customers, their contact information and important events such as birthdays of your agents. Track your agents’ hours worked, see what the vacation schedule looks like or prepare payroll with just a few clicks. Moreover, the software is packed with features that make your life easier – such as document management.

Call recording & listening in

Using call recording, listen-in and whisper features in call center software can be a smart way to learn from agents’ experiences. The integrated call recording function makes it easy and convenient to keep track of conversations.

As a bonus, files are kept for two months by default and can easily be moved elsewhere for even longer storage if needed.

Not only can you listen back to conversations for feedback, but you also have the ability to listen in or quickly whisper something during live conversations. This way you can ensure that your agents are supported in taking calls.

Advanced IVR

IVR systems are a great way to optimize your customer service costs while investing in your customer satisfaction. Research shows that customers prefer self-service more than ever.

With an IVR system, businesses can get a speed boost through smarter call routing. This means customers are helped immediately and processes are given a head start. Customers get to the right agent faster and that makes them happy.

Reporting tool

Advanced reporting features let you track key KPIs and agent productivity. With this information, you can make timely adjustments to improve the performance of your call center. By improving the performance of your call center, you can increase customer satisfaction and improve your bottom line. A call center CRM makes it easy for you to get the data you need to make informed decisions about your business.

Que prioritization

In a call center, it is essential to prioritize calls to provide the best possible customer service. However, this can be difficult when a large number of calls are coming in at the same time. Call center software can help by automatically queuing calls based on factors such as the customer’s location or the type of call.

This ensures that high priority calls are always handled first, while less urgent calls can wait their turn. This position is important because it helps manage customer expectations.

Customers placed in a queue know that their call is important and will be answered as soon as possible. They also do not have to wait a long time on the line, which can lead to frustration.

Que prioritization is also crucial for call center managers. By knowing which types of calls are placed in the queue, managers can make adjustments to ensure that high-priority calls are handled quickly and efficiently.

Customer Recognition

If you have the right call center CRM, your customer recognition tools make it easy to identify customers as soon as they call. This allows you to offer them the best possible service from the beginning of the conversation One of the advantages of using a CRM is that all your customer information is stored in one place.

This means you can quickly access details such as their contact information, account history and order history. With this information at your fingertips, you can provide a more personalized experience to every customer With the right call center CRM, you can provide a world-class customer experience from the moment a call comes in.

International numbers

Do you have international ambitions? With the right call center software vendor, you can also order international numbers. For example, Steam-connect offers songs from 140 countries.

Callback IVR

Callback IVRs allow customers to have a customer service representative call them back. This feature is convenient for customers because they do not have to wait on the line for a long time.

It is also convenient for customer service representatives because they can take the time to properly answer the customer’s question. Callback IVRs are becoming increasingly popular because they offer many benefits to both businesses and customers.

For businesses, callback IVRs offer a way to manage customer inquiries more efficiently. That’s because customer service representatives can take the time to answer every question properly without worrying about putting other calls on hold. In addition, companies can use callback IVRs to track the number of callback requests.

For customers, callback IVRs are a convenient way to get in touch with customer service. They do not have to wait long on the line and can get in touch with someone who can help them with their question. Callback IVRs also offer peace of mind, as customers know their question will be handled immediately.

Overflow queues

Overflow queues allow agents to handle more calls. This is important because it prevents customers from becoming frustrated while waiting on the line. When a call center is dealing with large numbers of calls, overflow kicks in and puts new calls on hold.

This gives customer service representatives the time they need to answer ongoing calls and provide the best possible customer experience. The overflow also benefits businesses.

That’s because it ensures that customers always get to speak to someone, even if the call center is busy. In addition, companies can use overflow to track how many calls are put on hold.

Callblending

Callblending is the process of distributing calls among contact center agents in a way that balances the workload and delivers the best customer experience. This means that if an agent is busy, a call is automatically forwarded to another agent who is available. The goal of call blending is to ensure that every customer has a positive experience with your company.

By using the right call blending software, you can distribute calls evenly among agents and avoid making customers wait long on the line

How does call blending work?

Call blending works by distributing calls among available agents based on their skills and availability. When a customer calls, their call is automatically routed to the next available agent. If it is busy, the call is forwarded to another available agent. This process continues until the customer’s question is answered or he is transferred to another department

Why use call blending?

Call blending is important because it ensures that every customer has a positive experience with your company. It also helps balance the workload among agents, preventing them from becoming overwhelmed.

Moreover, by using call blending software, you can improve your agents’ utilization rates and reduce average handling time Nothing is more frustrating than being on hold.

Therefore, it is important to use a call center CRM that distributes calls evenly among agents. This will prevent customers from waiting on hold for a long time and ensure that they are served quickly and efficiently.

Travel time calculation

Do you do a lot of telemarketing and do your agents make appointments over the phone? Steam-connect includes an extensive appointment module, which not only allows your agents to schedule your appointments, but also automatically calculates travel time. This is how your sales managers perform at their best.

Scripting

Call center scripting is the process of preparing agents for interactions with customers. By using scripts, agents can ensure they are providing the best possible customer service and responding to customer needs.

Scripts also allow companies to track what types of questions are asked most often. This information can then be used to improve customer service and ensure that agents handle the right questions.

furthermore, call center scripting can help agents manage their time. If they know what to say, they can respond quickly to the customer’s needs and move on to the next conversation.

Registered Mailing

With Registered Mailing, you can track your mailings from start to finish. By using registered mail, businesses can ensure that their mail is delivered securely and that they can track its progress. This is a valuable service for companies that want to ensure the security of their mailings.

Email & IBAN check

With the email checker in call center software, agents can really take the guesswork out of sending emails. The checker looks to see if the e-mail address has the correct domain or a valid extension and if the e-mail address exists at all.

That way you can be sure your important quote or invoice won’t end up in no man’s land. This provides a piece of extra peace of mind. Steam-connect call center software also does this with IBAN numbers.

Preview, power & predicting dialers

There are three different types of dialers for outbound calls in call center software: preview, power and predicting. Each of these dialers serves a specific purpose and can be very useful in managing customer relationships.

Preview dialer

The preview dialer is designed to help agents manage their time. It allows agents to see the entire customer history before they pick up the phone. This way they can be prepared for the interview and know what to say.

Power dialer

The power dialer is designed to increase the number of sales calls agents make. It automates the process of dialing numbers and contacting customers. This allows agents to spend more time selling and less on administrative tasks.

Predictive dialer

The predictive dialer uses analytics to predict when customers are most likely to be available. This allows agents to connect with customers at the right time and increase their chances of getting through.

Preview, power & predicting dialers

There are three different types of dialers for outbound calls in call center software: preview, power and predicting. Each of these dialers serves a specific purpose and can be very useful in managing customer relationships.

Preview dialer

The preview dialer is designed to help agents manage their time. It allows agents to see the entire customer history before they pick up the phone. This way they can be prepared for the interview and know what to say.

Power dialer

The power dialer is designed to increase the number of sales calls agents make. It automates the process of dialing numbers and contacting customers. This allows agents to spend more time selling and less on administrative tasks.

Predictive dialer

The predictive dialer uses analytics to predict when customers are most likely to be available. This allows agents to connect with customers at the right time and increase their chances of getting through.

API

API integrations are becoming increasingly popular in call center software. By using APIs, companies can connect their call center software to other applications they use. This allows agents to access customer data in other systems and get a more holistic view of the customer relationship.

API integrations can also help companies automate their processes. For example, by connecting their call center software to their billing system, companies can automatically generate and send invoices to customers.

This helps reduce the amount of time spent on administrative tasks and allows agents to focus on providing excellent customer service.

What types of CRM software for call centers are on the market?

There are many different types of CRM software for call centers on the market, all offering different features and benefits. Some of the most popular types of CRM software for call centers include:

• Cloud-based call center software: this software resides on a remote server and can be accessed via the Internet, meaning employees can work from any location.
• On-premise call center software: this software is installed on the company’s computers and can only be used at that location.
• Open source call center software: this software is free and can be customized to a company’s specific needs.
• Multi-channel call center software: this software supports multiple channels, such as email, chat and social media, and can therefore manage a wide range of customer interactions.
• 
  Omnichannel call center software
  : This software also supports multiple channels and bundles them into one intuitive interface, allowing agents to seamlessly move from one channel to another.

It is important to compare the different options and choose the software that best suits your company’s needs.

How do you implement a call center CRM?

Implementing a call center CRM can be a challenging process, but if you are well prepared and follow the right steps, it can be a successful and valuable asset to your business. Here are some steps you can follow to implement your call center CRM:

1. Choose the right software: it is important to choose the right contact center software that fits your company’s needs and is easy for your employees to use.
2. Plan the implementation: create a clear plan for implementing your CRM software, including a timetable and responsibilities for each step.
3. Train your employees: make sure your employees are well-versed in how the software works and how they can use it to do their jobs more efficiently.
4. Test the software: before you fully implement the software, it is important to set up a test period to make sure everything is working properly and to fix any problems.
5. Implement the software: when you are ready to implement the software, you must ensure that all employees can work with it and that the software is properly integrated with other systems within your company.
6. Monitor and refine: after implementation, it is important to continue to monitor the performance of your CRM software and work to improve its use to ensure that you are getting the most out of it.

5 strategies to streamline your customer service with a call center CRM

Once you have a CRM system in place, there are several strategies you can use to maximize your customer service efficiency. Here are five strategies you can follow:

Automation of tasks

Automating tasks can bring a number of benefits to your call center. For example, it can automate routine and time-consuming tasks, such as scheduling appointments and sending reminders. This can ensure that call center employees have more time to focus on important customer interactions and other tasks that require more attention.

In addition, automation can make the call center work more efficiently by eliminating the need for employees to deal with manual, time-consuming processes. This can lead to better customer satisfaction and increased call center productivity.

Integration of different channels

Modern call center software can integrate different channels to approach and respond to customers. This could include email, chat and social media. By integrating different channels, the call center can more easily respond to customers’ preferences and approach them through the channel they use the most.

This can make it faster and easier to serve customers, which can lead to better customer satisfaction and increased call center efficiency. Moreover, integrating different channels can also help improve the customer experience by not requiring customers to wait to be served through their preferred channel.

Improving collaboration among employees

Call center software can enable employees to easily communicate and collaborate with each other. One way to do this is through built-in chat features and collaborative features, such as file sharing and working on joint projects.

By allowing employees to easily communicate and collaborate with each other, the call center can work more efficiently and provide faster solutions to customer problems. Moreover, it can also lead to better alignment between employees, which can contribute to higher customer satisfaction and a better customer experience.

Data analysis

Contact center software can be used to analyze customer data and gain insights that can help improve and personalize customer service.

This can be done, for example, through advanced data analysis functions, which can provide customer data insights and establish trends and patterns. With these useful insights, the call center can adjust or improve customer service to account for different customer groups and provide services that better meet their needs.

The result of this strategic approach is higher customer satisfaction and a better experience. Moreover, it can also help personalize customer service, for example, by targeting specific customers with offers specifically tailored to them.

Self-service options

By offering self-service options, such as an online knowledge base or a chatbot, contact center software can help give customers quick and easy access to the information they need, without having to wait for an employee.

This can be done, for example, through an online knowledge base where customers themselves can look up information about products and services, or through a chatbot that can help customers with simple questions and problems.

Providing customers with efficient access to the data they need ensures customer satisfaction.

With this in mind, call centers will be able to handle more complex questions and issues with ease, as employees can devote their attention only to those issues; this ensures an overall smoother operation and improved customer experience.

6 call center software trends for the next 10 years

It is difficult to name specific trends about call center software for the next 10 years, as there are many factors that may affect developments in this area. Nevertheless, we have listed a few trends for you.

1. Artificial Intelligence & Machine Learning

The use of artificial intelligence (AI) and machine learning can help automate and improve processes and interactions in the call center. By applying AI technologies such as natural language processing (NLP) and speech recognition, for example, call center software can automatically analyze and understand conversations between customers and employees. This can help increase the effectiveness of interactions while improving customer satisfaction.

In addition, machine learning can be used to analyze data and develop models that help predict and improve call center performance. By analyzing historical data on call costs, call duration and customer satisfaction, a machine learning model can be trained to reduce call costs and increase customer satisfaction.

These models can also be used to monitor and optimize call costs and customer satisfaction in real time. Overall, the use of AI and machine learning in cloud-based contact center software can help increase call center efficiency and productivity while improving customer satisfaction.

2. Increasing emphasis on customer satisfaction and customer experience

There is increasing emphasis on improving customer satisfaction and customer experience in call centers. This can be achieved through the use of advanced analysis and reporting tools in contact center software. These tools can be used to collect and analyze data on how customers experience interactions with the call center. By reviewing call logs, survey feedback and other customer reports, it is possible to identify areas where the customer journey can be improved.

Using this data, contact centers can optimize processes and interactions with customers, for example, by training employees on specific skills or adjusting how certain processes are performed.

This can lead to better customer satisfaction and a more positive customer experience, which can contribute to the company’s overall reputation and success.

3. Integration with other systems

In contact centers, there is an increasing trend where there is more and more integration with other business processes and systems, such as CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning). These integrations enable contact centers to work more effectively and increase customer satisfaction through, for example, faster processing of requests and better coordination between departments.

Moreover, through this integration, contact centers can better understand their own performance and improve the effectiveness of their processes. Therefore, better integration between contact centers and other business processes or systems can bring numerous benefits and contribute significantly to their success.

4. Increasing flexibility and mobile accessibility

Call center software is becoming increasingly flexible and mobile. This allows contact center employees to work from any location at any time, which is useful when working from home or answering requests outside office hours. This also provides contact centers with the ability to respond quickly to changing needs and increase the efficiency and productivity of their employees.

5. Increased demand for cloudbased software

We also see a growing interest in cloud-based call center software in the coming years, which allows companies to quickly and easily access advanced functionality. The software offers many advantages over traditional call center software, including flexibility, scalability and cost savings.

Moreover, cloud-based call center software allows companies to quickly respond to changing needs and integrate new technologies, which can lead to improved performance and efficiency.

6. Cybersecurity

There is an increasing focus on cybersecurity and privacy in contact centers, so advanced encryption and authentication technologies are increasingly being used to protect customer data.

This means that information can be stored and transmitted securely so that customer data does not get into the wrong hands. By using modern technologies, contact centers are better able to comply with laws and regulations while building a relationship of trust between customer and company.

Getting started yourself

CRM software for call centers is becoming increasingly popular because it can help companies manage their customer relationships more effectively. Using advanced analytics and reporting tools, contact centers can identify areas where the customer journey can be improved.

This data can then be used to optimize processes and interactions with customers, for example, by teaching employees specific skills or changing the way certain processes are performed.

Through integration with other business processes or systems, call centers can better understand their own performance and improve the effectiveness of their processes.

In addition, call center software is becoming increasingly flexible and mobile, allowing employees to work from any location at any time. Moreover, cloud-based call center software offers many advantages over traditional call center software. The software offers advanced features and gives you real-time information about your performance.

Request a demo of Steam-connect

If you are looking for an efficient and easy-to-use call center software, Steam-connect is the perfect choice. Our software offers you an array of useful features, such as automatic call recording, interactive voice response (IVR), and advanced analysis and reporting tools.

With Steam-connect, you can easily manage and optimize your call center operations to serve your customers quickly and efficiently. Our software is also highly scalable, so as your business grows, you can easily upgrade to more advanced features.

Try Steam-connect today and discover how our call center software can help you take your business to the next level. Request a no-obligation demo today. We look forward to helping you take your call center to the next level with Steam-connect!